As we wrap up the series, CCW Analysts Brian Cantor, Brooke Lynch and Audrey Steeves will provide actionable next-steps for empowering agents in 2025. Sharing research from the latest market study on the Future of the Contact Center, this session will dive deep into strategies for agent engagement.

Beyond technology, contact center leaders have an obligation to support their employees with effective training and upskilling to ensure they are ready to take on more complex work moving forward. With the right strategy in place, leaders can proactively prepare their employees for the future. 

This session will cover new insights on predicting agent churn, navigating the future of AI vs. human-centered experiences and priorities for employee experience metrics in 2025. The CCW Analyst team is excited to wrap up the series with a framework for next-steps for agent empowerment.